Complaints

This profile includes complaints for Capitol City Ford, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capitol City Ford, Inc.

  8623 E Washington Street Indianapolis, IN 46219-6823

• 

  Capitol City Ford, Inc.

  2651 W Main St Greenfield, IN 46140-2726

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2020F-150 was purchased Feb 2023. Took to ************ **** for repairs in Oct 2024 due to loud clicking. ***************** stated the repairs would cost me *********. This truck was and is a lemon. I would like the dealership to either fix the issues that they had to have known about (1 being the engine). Or give me the amount that their repairmen are stating it is going to cost to fix plus supply a car while my truck is getting fixed.

  Customer Answer

  Date: 12/30/2024

  Yes there is an extended warranty on car.  The employee at ************ stated he called the warranty company who said nothing was covered that needs repair.

  Business Response

  Date: 01/13/2025

  While it is our hope that every vehicle we sell would operate problem free for years to come, we are unable to predict that a failure may take place 20 months and ****** miles later.  An inspection was completed on this vehicle before the vehicle was sold.  At that time, we changed the oil, the air filter and cabin filter, replaced rear shocks, replaced front tie rod ends, and aligned the vehicle.  No engine issue was observed at this time and I can only assume that the vehicle operated normally for almost two years before the engine became an issue.  Ms. ***** was offered an extended warranty through us, which she declined (see attached).  In my experience, either of the warranty options we offer would have covered the issues on this vehicle.  Unfortunately, the warranty that Ms. ***** purchased elsewhere declined to cover the repairs that are needed.  We'd be happy to contact the warranty company again with Ms. ***** in order to try to get some kind of resolution.  *********** manager, **** ******** is aware of the situation and would be happy to assist in making that call.  

  Sincerely, 

  Capitol City Ford Service Team

• Initial Complaint

  Date:05/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2014 Audi Q5 in September of 2023 at ****** miles. ***** April of ******************************************* the engine. The car had not yet reached its first oil change. The car at the time was less than 92 thousand miles. I had the car towed to the Capitol City Ford ********** location where it was purchased. No one notified me that the car arrived. Upon my speculation, I went to them to see if there was anything that could be done. No one was of any help. I was promised a loaner vehicle which I still have not received. They had the car towed to Audi, three weeks being at Audi, Capitol City Ford did not notify me of any updates. Taking matters into my own hands I contacted Audi to see what was wrong with the vehicle and if there was anything that could be done. They told me that the engine needed to be replaced costing $17,657.80. I reached out to Capitol City Ford to hear what could be done. At this time I am still paying my monthly car payment as well as a rental because they still haven't provided the loaner vehicle. A week later I contacted Audi and was told it was entirely up to me to fit the cost of getting the repairs needed. They quoted me $4927 just for the teardown of the engine before the warranty would be approved. This was on top of the $17,657.80 to get the engine replaced. To rectify the problem, I visited Capitol City Ford and was told the Area Manager wasn't there and to return two (2) days later. After which I've been called twice to be informed that the Area manager didn't turn out to work. At this point, I am extremely frustrated and am seeking help because I am in dire need of assistance with this matter. I can no longer afford the car payment as well as cover rental costs. Please Help.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern:This letter is to inform you of the unfortunate experience Ive had with your company. As a good-paying and devoted customer, I am appalled at the treatment received. With my devout trust in the company, I brought my vehicle to ************ for an evaluation. When trying to receive assistance with my issue, the employees at ************ did not provide accurate and sufficient information. After the service technician evaluated my vehicle, it was stated that the turbo was sticking and needed to be replaced. Eager to operate my vehicle with no issues, I approved the replacement.After the turbo replacement, I consulted with various diesel mechanics. It was explained to me that the replacement was the resolution. To my understanding, the vehicle was repaired, and I was approved to leave. However, a short-distanced drive to *********, ******** proved the repairs were not sufficient. ************************** stated the wastegate solenoid was inoperable and they didn't think the turbo needed to be replaced. This has caused an unfortunate sequence of events. My vehicle was then in the same predicament. I lost revenue due to having to call another company to finish delivering the load. I returned to ************ again with the same issue.According to the technician, a different issue caused the same code to appear. Through observation, it was evident that they were not certain of the issues with my truck. As a continuous customer with an enormous amount of patience, I continued to allow the ***************** to correct the problem. Thus far the problem has not been repaired correctly. Due to the incorrect diagnostic of my vehicle with no certainty of how to fix the problem, it is evident your company has not performed sufficiently. Please rectify the issues that have come to surface due to the unprofessionalism and uncertainty. Ive seen a decrease in business and revenue due to continuous breakdowns at the hands of your certified trained mechanic. I am requesting a full refund. It is not ethical or just for me to monetize your business. Please contact me to discuss how you will rectify this issue Thank you,***********************

  Business Response

  Date: 03/25/2024

  Our parts and service director has reviewed the timeline of events and all documentation related to all of the repairs on the truck in question.  ******** designed pinpoint tests led us to a turbo failure.  The turbo waste gate was operating normally at the time of the repair.  It is possible that both ultimately needed to be repaired but there were no indications of a waste gate issue when we had the vehicle.  Our parts and service director, *********************** left a voicemail for ****************** with the goal of walking him through all of our findings and is still happy to have a conversation.  

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I do not agree with your inaccurate time line. If I have a repair done by your business, I would think the vehicle would run longer than a day. Once again your service department done a terrible job. You need to understand how much time and money I lost trying to be a loyal customer. I will no longer utilize this company. Your service department replaced the turbo with the "assumption" this replacement would rectify the problem. To no avail the replacement was null and void because that wasn't the issue. I agreed because the certified mechanic said that was the problem and yet still my vehicle remained inoperable.  After you repaired my vehicle, it did not make it to the next destination. The same day my truck was picked up. Now another counter part stated something was missed in diagnostic. I finally get the truck back to your location. Understand do to your missed diagnoses I had to call someone to continue with the load. It Cost me more money due to your service department not getting it right. Despite your time lines my vehicle should have run longer than a day after spending over $6500. I would hope you would agree with that,  Now it's at your location again and of course the same issue. Now this time your experienced service department states now it something else. This is  a classic case of " We'll keep trying until nothing happens" because that's EXACTLY what happened. ABSOLUTELY NOTHIG! This should be absolutely unacceptable in anyone's CERTIFIED BUSINESS. It seems as if you don't care as long as you can fabricate a good story. I guess this is all that's needed for you all  to get over on loyal paying customers. I will not except anything less than a total refund for the replacement of the turbo. And to be brutally honest, I'm not sure about the last repair. I am skeptical of putting the truck back on the road due to all of the issues, considering the former poor service.  I can not continue to loose time and money dealing with ****, a company that has no regard and will not take accountability for their wrong doing.

  
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 03/29/2024

  ******************,

  I fully understand your concern.  However, stating that the turbo was mis diagnosed or not part of the problem is highly speculative.  The other dealer would have no way of knowing that the turbo was not part of the problem without having that equipment in hand, which they did not.  We want to and are willing to work with you to make things right.  Please return *************************** (Parts and Service Director) call so that we can work with you to bring this situation to a close.

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2020 gmc truck from capitol city ford greenfield, traded in a 2017 gmc with 70k and put a good amount of money down drove it home and the check engine light came on but also noticed It had a slight wobble in my steering wheel, called capitol city and they were quick to get it in and fixed but didnt address the wobble, said it drove like a ****. The guy who sold me the truck told me if I wanted anything else done Id have to pay out of pocket even though I purchased an extended warranty, so I take it to a shop and pay out of pocket and they notice a great amount of play in the front and rear end, text **** again and he tells me to wait until my warranty kicks in and take it somewhere, so I did just that. **C in greenwood found several issues with the 2020 and not sure if my warranty will cover these said problems so I contacted **** again via text with no reply although I called capitol city for and the ** was in on his day off, so I spoke with him and he was very quick to make this right. Out of the month and week Ive had the truck, its only been in my possession a week and a half, the ** of capitol city ford gave me a rental to drive until they fix my truck.. overall the most draining and costly experience Ive ever experienced with a dealership.. at this point capitol city has put me in 3 rentals and Ive lost a huge amount of business

  Business Response

  Date: 08/15/2023

  Mr. **** purchased a 2020 GMC ****** **** Black Widow on 06/23/2023. He brought the vehicle back a few days later with some suspension issues that were not identified during our initial inspection.  
  
  We regret the inconvenience and have since identified the issues and have a solution to get it remedied and fixed with no cost to Mr. ***** We have also provided Mr. **** with a loaner truck to use until all repairs are complete and he takes possession of his truck.  We apologize for the situation as a whole and are committed to making it right.  
  
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my **** Transit Van into Capital City **** to address a complete power loss issue. They charged me for diagnostic work and indicated nothing was wrong. The van then broke down on the way home. They refused to tow the vehicle in indicating that I was "too far" away and stated they will issue a refund once I get it towed to another dealership and have them perform the work that should have been done while at Capital City ****. It is unethical to leave a customer stranded because it is too far away. I managed to get the van to their facility, which is only one county away. It is immoral to charge a customer for work that was clearly not performed. I have included the documents from the dealership, and a picture of the van broke down a short time later.

  Business Response

  Date: 05/17/2023

  The customer declined further diagnostic work after we discovered their airbox had been left open somewhere else. We showed them the debris we removed from the airbox and asked for additional time to make sure all was ok after our initial inspection.   We did test drive the vehicle and we were not able to duplicate the customer's concern. We suspected that there may have been damage to their Mass Air Flow Sensor which could cause it to die while driving but we were not afforded the opportunity to confirm this theory.  At this point, the customer declined any additional work on the vehicle.  This was all explained to the customer before leaving.  The customer is looking for a refund but ultimately, we were not paid for any repairs to this vehicle.  We did offer to refund the amount paid for the diagnostic work if we or another dealer found that we missed some obvious issue with the vehicle but that has not happened to this point.  

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Many of the statements provided by Capital ********* are false. I was informed that the air filter box was left unbuckled from a previous service provider. However, they never offered additional diagnostic testing, never showed me any debris that was found, and never offered to provide additional service in regards to the debris getting into the vehicle. They informed me nothing was wrong, per their diagnostic testing they performed, and had me come get the vehicle. If they were able to perform additional testing and correct the problem with my vehicle, why would they have me come get it? The van broke down three times on the way home, they refused to tow me back because I was too far away, and offered a refund once I show proof the I have it towed to and worked on by another dealership. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc and I purchased a car on 2/13/2023 for $49,349.20. So far we are on 2 months and just paying our second payment to the bank and have yet to receive a title for the car. Our bank keeps asking us about the title and we have contacted the dealership numerous times and talked to the title clerk and numerous managers with no resolution. Always a promised call back and never happens. **** also left numerous voicemails to the title clerk and continue to get the run around. We would either like our money back in full for what we have spent on the initial purchase plus the extras we bought for the car after purchasing it or the title so we can register the car. The temporary tags are now expired as well so we cannot legally drive the car.

  Business Response

  Date: 04/10/2023

  Our office manager spoke to **** last week.  *********** that processes our out of state titles was delayed so we were able to get the paperwork back from them and sent it to **** directly via *** overnight service.  We have also committed to reimbursing any fees that **** is incurring as a result of the delay.  

   

  Thank you,

  Capitol City Ford

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 14, 2022, I took my vehicle to this business for an oil change and tire rotation; included was to have been coolant fill and brake inspection (invoice attached). Tires were not rotated. Oil warning sensor was not reset. Coolant fill was not done, leaving the coolant level below normal. Cap on reservoir was damaged and had to be taken to another shop. Brake inspection was not completed. Inside passenger door was damaged and scarred. Yet all these items I was charged and paid for were marked "completed" on the invoice. I contacted the business manager and the service department manager four times and was told each time to bring the vehicle back in. This should not have been necessary, as everything was to have been done on 9/14, and I paid for it. This business deceived this customer with a false completion invoice, charged me for work that wasn't done, damaged the interior of my vehicle, put the vehicle at great risk in not filling the coolant reservoir and stripping it's cap. Neither manager denied any of their fraud. The service writer admitted to defrauding me by not rotating the tires. Additionally, the brakes were not inspected, and the managers lied about this as well, without apology. I was put at extra expense by having to return the vehicle four times within a month for their scam and deceit. I requested a refund of $47.20, and was laughed at by *************************, service manager.

  Business Response

  Date: 10/29/2022

  *******,

  We apologize for the experience you had at Capitol City Ford.  We certainly expect more of ourselves and your feedback will help us to do a better job in the future.  Please let me know how you'd like to receive your refund.  You can either pick up a check or we can mail it to you.  Just let me know the address where you'd like it sent.

   

  Thank you,

  Capitol City Ford Management

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.   The dollar amount to be refunded to me is $47.20.  The business has offered the refund by check, mailed to my address.  This is acceptable.  However, if the check is not received within 14 days from today, I will further this complaint.

  Acknowledgement is made on maintenance service done, or not done, on this visit, and does not include the manufacturer recall service.  

  Thank you for responding.

   

  Please mail to:

  *********************

  7464 *************

  ************, ** 46237
  

  
  
  
  

  Regards,

  *********************